Project Report on Blueprinting $(100$ points$)$:

You are required to draw a blueprint of the service provider you selected for this project. The task includes

visiting the service provider facility and observe each step of the service delivery process. You will need to

gather enough information to prepare a detailed blueprint showing how a specific service is created and

delivered to the customer. You might have to interview the manager$/$employee for additional details.

The project report on Blueprinting of the service should include the following:$$ Elements of both front stage and backstage $(8$ points$)$ Three processes$/$sections: pre$-$process, in$-$process, and after process demarcated by lines with labels $(12$

points$).$ Identify approximate time at each step and wait time for customers $(16$ points$).$ Identify $3-5$ elements of physical evidence $(14$ points$)$ and$$ Identify at least $4$ potential bottlenecks and$/$or fail$-$points in the process $(16$ points$).$ Add a written narrative and evaluation of the process in its present form, paying particular attention to

service quality and productivity $(14$ points$).$ Blueprint $($diagram$)$ should show clear flow of activities represented by arrows and should be visually

appealing $(20$ points$).$

Follow the instructions provided for blueprinting and service process redesign in the text book $($chapter $8).$

Your blueprinting report should not be more than FOUR pages long, excluding cover page, diagrams, and

appendix. It should can be double$-$spaced, font size $12,$ font type times new roman, line spacing not more than

$1\mathrm{.}5,$ no indent, professionally written $($using proper headings and sub$-$headings$),$ and list of references, if any.